Site Support Technician at Apkudo, Inc.

Job Title: Site Support Technician

Location: Tokyo, Japan

Position Summary:

As a Site Support Technician at Apkudo, you will be responsible for providing on-site technical support for a range of smart devices. You will utilize our advanced maintenance and testing systems to assist in troubleshooting and resolving issues, working closely with both internal teams and external customers. Your role will involve managing the triage process, coordinating with remote support teams, and ensuring effective solution implementation. Your expertise will help optimize customer operations, enhance productivity, and drive overall success.

What you’ll do:

• Provide on-site support at our Tokyo location to help customers implement and optimize automated robotic device testing and triage for cellphones and connected devices.
• Apply your expertise in automated systems, including controls, valves, and both mechanical and electrical fields.
• Perform basic support tasks such as managing ticketing systems, conducting root cause analysis, and prioritizing tasks.
• Communicate effectively when escalating issues and use virtual communication tools like chat or support tickets proficiently.
• Adhere to safe working practices and health and safety standards at customer locations.
• Respond to and resolve issues to minimize downtime and ensure the smooth operation of test systems.
• Provide detailed reports on system status and insights into encountered issues.
• Capture and document supporting data, including system logs, images, and reproduction steps for Apkudo team investigations.
• Conduct regular system testing throughout its lifecycle.
• Collaborate with teammates and the Engineering team to enhance support materials such as training guides, FAQs, and troubleshooting resources.
• Build and strengthen relationships with customers.
• Carry out other related customer support duties as required.
• Drive company and client KPIs related to accuracy, stability, and volume capacity.
• Perform preemptive and corrective maintenance through daily, weekly, and monthly activities.
• Manage inventory maintenance and track consumable usage.
• Support the onboarding of new and existing operators as new features and functionalities are introduced.

Additional responsibilities may include:

• Traveling to the US for up to one month of training (a passport is required).

What you’ll need:

• Preferred (but not required): Degree (B.S. or Associate) in Electrical Engineering, or a related field.
• At least 1 year of progressive customer support experience in a warehouse setting.
• Strong problem-solving abilities with keen attention to detail.
• Solid understanding of mechanical and electrical systems.
• Capability to read and interpret technical manuals and schematics.
• Familiarity with operating systems such as Windows, macOS, and Linux.
• Experience with basic hand tools, power tools, and test equipment.
• Knowledge of electro-mechanical systems, hardware, industrial control systems, controllers, and programming.
• Understanding of troubleshooting for industrial controls, including analog, discrete, and networked I/O signals, vision systems, and scanners.
• Experience with programming languages like Ladder Logic or Python is a plus, but not essential.
• Experience with Android or iOS mobile device testing is a plus, but not essential.
• Proficiency with Google Docs, Sheets, and Slides is preferred but not essential.

Our Core Values:

• Hooked on customers. Our passion for innovation propels our customers forward. We thrive on solving our customers’ problems, big and small.
• We communicate confidently and with generosity. We not only spread ideas, but we also spread understanding to help every team succeed.
• Champion the use of data. We use data to build solutions to problems, promote collaboration, and inform decisions for us and our customers.
• Proudly accountable. We follow through because the alternative is not an option. Every word, every action, and every result reflect the improvements we seek to make.
• Be you. We bring our whole selves to our work, our teams, and our customers. The collective ‘we’ will shine bright for all to see.
• I have your back. Trust and respect each other to do the right thing when someone needs an extra hand. We go farther together than we do alone.
• It matters how we show up. Sometimes bold, sometimes brave, always curious. We expect more of ourselves to be our best for the team.

What you can expect from us:

• Annual leave - 20 days of paid annual leave per year
• Holidays - Generous paid holidays, including a day off for your birthday.
• Flexible Working Arrangements - Apkudo supports a healthy work-life balance by offering flexible working hours and remote or hybrid work setups. Please note that the availability of flexible working arrangements may vary based on the specific role and business requirements.
• Tuition reimbursement - Up to ¥745,950 JPY per year (equivalent to $5,250 USD)for financial assistance for continuing education, certification courses, or degree programs related to your role.
• Wellness Stipend - Monthly stipend to support health and wellness activities, such as gym memberships, yoga classes, or wellness apps.
• Tech Stipend - Monthly stipend to assist with purchasing or upgrading technology equipment for optimal productivity.
• Benefits - Comprehensive benefits package that includes medical, dental, and vision insurance. Please note that benefit offerings may vary based on your location

*Please note that fringe benefits provided may be subject to local tax regulations.*

About Apkudo:

Our Vision

Devices connect the world. We help ensure there will still be a world to connect.

This is ambitious, on purpose. We must lean into our shared passion for change and do whatever it takes to do our part to regenerate resources and build sustainable processes and behaviors to leave the world a better place.

Those who do good, do well.

The Fine Print:

This role may involve working in a warehouse setting, which includes:

• Temperature variability: Working in areas that may experience fluctuating temperatures depending on the season.
• Physical activity: Regular standing, walking, and lifting of items, sometimes weighing up to [weight limit, e.g., 50 lbs].
• Noise levels: Working in a busy environment where machinery and equipment are in operation.
• Safety gear: Adhering to safety protocols, including the use of personal protective equipment (PPE) such as safety vests, gloves, and steel-toed boots. Depending on the specific task and requirements, PPE may or may not be required.
• Security protocols: Please be aware that the facility may be equipped with metal detectors, and you will be required to clear them upon entry and exit.

We are a dynamic organization, and the responsibilities and scope of this role (like all roles at Apkudo) may evolve as we continue to adapt and grow.

Note: Apkudo is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristics.